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How to upload HAR file and console log from browser to Endpoint DLP Plus Support team?

Description

When you face issues while working with Endpoint DLP Plus, our product experts in support will refer to your HAR file and console log to resolve UI issues that you are facing. To provide an appropriate solution for your issue, you need to send us the required HAR file and console log from browser. You can follow this document to upload the required files to our support team.

Learn in detail on how to upload:

Uploading HAR file

Below are some instructions about how you can easily generate a HAR file using different browsers.

To generate the HAR file for Chrome:

  1. Open Google Chrome and go to the page where you are experiencing trouble.
  2. Press F12, from the panel opened select Network tab.
  3. Look for a round record button (Chrome Button 1) and check the box Preserve log .
  4. Click the Clear button. (Chrome Button 1)
  5. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
  6. Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save all as HAR with Content, and save the file to your computer.

To generate the HAR file for Firefox:

  1. Open Firefox and go to the page where you are experiencing trouble.
  2. Press F12, and select the Network tab.
  3. The recording autostarts when you start performing actions in the browser.
  4. Once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (should just take a few seconds), right-click anywhere under the File column and click on Save all as HAR.
  5. Save the HAR file somewhere convenient.

To generate the HAR file for Microsoft Edge:

  1. Open and go to the page where you are experiencing trouble.
  2. Press F12, select the Network tab and reproduce the issue that you were experiencing before, while the network requests are being recorded.
  3. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
  4. Once done click the Save button.
  5. Give the trace a name and click the Save button which will save it as a .har file or .xml file.

To generate the HAR file for Safari:

Before generating the HAR file, make sure you can see the Develop menu in Safari. If it is not there, follow the instructions under Use the developer tools in the Develop menu in Safari on Mac.

  1. Open the Develop menu and select Show Web Inspector.
  2. Click the Network tab and complete the activity that is causing issues.
  3. Click the download icon (the arrow pointing down icon) and save the web archive file.

Uploading Console log from browser

Below are some instructions about how you can easily upload console log from different browsers.

Enabling timestamps and preserving logs using Chrome:

  1. Press F12, to open Developer tools window.
  2. Click Settings , Under Preferences select the following check boxes:
    • Log XML HTTPRequests
    • Show timestamps
    • Preserve log upon navigation

Enabling timestamps and preserving logs using Firefox:

  1. From the menu bar click Tools > Web Developer > Toggle Tools.
  2. Click Customize Developer Tools and Get Help.
  3. Click Settings and enable timestamps checkbox.

Uploading console logs from Chrome or Firefox:

  1. Press F12, to open Developer tools window.
  2. Reproduce the particular issue that you were facing before, while the error messages are being recorded.
  3. Click on the Console tab in the developer tool.
  4. Copy the text from the console.
    • For Chrome: Right click > Save as (notepad text file)
    • For Firefox: Right Click > Select All, Right click > Copy. Paste the content and save it as a text document (.txt file)
  5. Attach the text file to your support ticket.

Uploading console logs from Microsoft Edge:

  1. Press F12, to open the Developer Tools Window.
  2. Reproduce the particular issue that you were facing before, while the error messages are being recorded.
  3. From the Console Tab, Right click and select Copy All.
  4. Save it as a text file and upload it in the required field.

Sending it to Endpoint DLP Plus support

To send the files in an existing ticket, reply on the email thread which had been initiated by endpointdlpplus-support@manageengine.com

To send the file in a new ticket, follow the steps given below:

  1. From a web browser, connect to this link.
  2. Specify the Ticket ID, if you have one.
  3. Add the modules, of which the logs are uploaded.
  4. Specify your email address and the address to receive notifications.
  5. Specify the reason.
  6. Click Add files to browse and select the required log files.
  7. Click Upload.